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Page 1: How Real User Experience Analytics Can Help Your Case to Migrate to SAP S/4HANA

Jesse Bernal, SAP | Andy Prier, NIMBL

Base Your SAP S/4HANA Migration onReal User Experience

Page 2: How Real User Experience Analytics Can Help Your Case to Migrate to SAP S/4HANA

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Welcome

Andy PrierNIMBLUX Lead

Jesse BernalSAPSenior Business Development Expert

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The Road to Run Simple

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200,000 drivers in 58+ countries

640,000 hosts 50 million users

200,000 restaurants12 million orders per month

1.6 billion users27% mobile upstream Web traffic

~120 million connected users

Disrupt.

Transform.

Connect.

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Living in a digital economy

Last two years

90%Of the world’s data has been generated1

Last two years

40%Growth in adoption of business networks2

1 ScienceDaily, May 22, 2013.

2 Technology Adoption Report on Business Networks, Ardent Partners, 2014.

3 Internet of Things (IoT) 2013 to 2020 Market Forecast: Billions of Things, Trillions of Dollars, IDC, 2013.

4 Statista, 2014.

212 billionEnd of 2020

“Things” will be connected3

By 2020

9 billionMobile users in the world4

In 2014

51%Of workloads processed in the cloud5

5 Cisco Global Cloud Index: Forecast and Methodology for 2013–2018, Cisco Systems Inc., November 11, 2014.

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But often it’s complexity that is standing in the way

Complexity is hindering business growth

Percentage of business executives who agree

86%Business processes and decision making have become so complex that they hinder our ability to grow in a digital economy

Manifestations of complexity: the costs are significant

Percentage of business executives estimating the costs of complexity

11%Feel their organization is a top innovator in their sector

61%Believe their organization’s costs have increased by at least 11%

67%Say employee satisfaction has been harmed

* HBR 2015, The Business Case for Managing Complexity

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SAP HANA evolution and adoption patterns

SAP HANA

SAP Business Warehouse powered by SAP HANA

SAP Business Suite powered by SAP HANA

SAP S/4HANAFinance

Real-time analysis Real-time reporting

Real-time business Online analytical

processing (OLAP) and online transaction processing (OLTP) together

SAP HANA Enterprise Cloud service for SAP Business Suite powered by SAP HANA

In-memory computing platform

Instant financial insight No aggregates Single source of truth

Simplified data model New user experience Advanced processing Choice of deployment

2011 20132012 2014 2015

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SAP’s Digital TransformationThe Digital Business Framework

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Navigate Through Complexity

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Getting to know your users is the best place to start a migration to SAP S/4HANA.

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Journey to SAP S/4HANA

SAP Business Suite (enterprise applications)

SAP Business Suite (enterprise applications)

Any database database

SAP Business Suite powered by SAP HANA

SAP Business Suite forSAP HANA (SAP S/4HANA)

New! SAP enterprise

applications

• Applications coded to run on any database

• Majority of processing done in application layer

Faster performance (real-time business) OLTP and OLAP× Applications coded to run on any

database× Majority of processing done in

application layer

New code line optimized for SAP HANA Simplified data model Processing done in SAP HANA, not

application layer

Traditional ERP

database

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Assess challenges and inefficiencies Establish user-centric success criteria Define the top migration scenarios

Prepare for migration

1SAP Fiori

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Simple user experience

Role-basedengagement across the business

Instant accessto any business insight

Simple designacross business processes

Personalized

Responsive

Simple

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Prepare for migration

If you want to Improve the usability or performance of certain processes supported by SAP software by moving to the SAP Fiori user experience (UX)

Then you need to Identify the process transactions that have the most severe issues in terms of usability and performance in your current environment

By using these metrics Transactions with the highest error rates Transactions with the longest response times Transactions with the highest degree of complexity Transactions with the highest level of user activity

Analysis of key performance indicators (KPIs)

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SAP S/4HANA Enterprise ManagementOverview (on premise)

Cost Management and Profitability Analysis

Invoice and Payables Management

Inventory and Basic Warehouse Management

Operational Procurement

Sourcing and Contract Management

Supplier Information and Master Data

Accelerated Plan to Product

Production Engineering Production PlanningProject Control and

Product Development

Production Orchestration and Execution

Quality ManagementInventory and Basic Warehouse Management

Human Resources Foundation

Time and Attendance Management

Core Finance

Enhanced Request to Service

Optimized Order to Cash

Streamlined Procure to Pay

Accounting and Closing Operations

Service Management Service Parts Management

Service Master Data Management

Inventory and Basic Warehouse Management

Receivables Processing

Order and Contract Management

Service Agreement Management

Maintenance Management

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Prepare for migration

If you want to Enable key transactions in SAP software for enterprise mobility and free users from having to log on to their desktop-based applications

Then you need to Identify the transactions that are the best candidates for conversion to a mobile experience

By using these metrics Transactions typically accessed remotely over a virtual

private network Simple transactions (three screens or fewer that can be

converted into a mobile experience) Transactions used by a broad set of users who use only

a few transactions as part of their daily jobs

Network access

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Identify actual business workflows (UX journey) Uncover issues with current processes (challenges)2

Design and implementation

and

SAP HANA Cloud

Platform

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Design and implementation

If you want to Have an accurate representation of the current UX journey for a particular business process

Then you need toAnalyze actual user workflows for the selected process

By using these metrics Aggregated KPIs for user workflows Transaction usage Screen sequences Detailed user workflows at the individual level for

representative usersUX journey

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Analyze and react to inventory turnover in real time

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Design and implementation

If you want toHave an accurate representation of the challenges in your current business process

Then you need toGet visibility into all issues encountered by your users when executing the process

By using these metrics Business processes mapped to transactions

and screens Performance KPIs at the process and

transaction levelUX challenges

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Ongoing support and enhancements

Identify adoption gaps Monitor performance Quantify improvements Detect emerging issues

3

SAP Fiori

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Ongoing support and enhancements

If you want to Monitor the user adoption of newly deployed SAP Fiori apps

Then you need toMeasure how employees are using these apps down to the screen level and compare that reality to expectations

By using these metrics All-time users (logged in at least once) Active users (active for at least X minutes per day) Active time (per user per day) Activity by device (desktop or mobile) Activity in the new SAP Fiori apps compared to that of

legacy transactions

Adoption of SAP Fiori

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Ongoing support and enhancements

If you want to Identify potential user, app, or performance issues before deployment to production

Then you need to Get visibility into all issues during the initial user-acceptance testing of the pilot phase of the project –and address them before going live

By using these metrics App-level and screen-level usage patterns User errors System errors

KPIs in SAP Fiori app

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Andy Prier, Nimbl

Base Your SAP S/4HANA Migration on Real User Experience

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A difference in UX

Consumer-grade applications: Lots of choices Mobile ready Necessity for ease of use

Enterprise-grade applications: Few choices Inflexible deployment options Driven by functionality

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Improving the internal UX

Treating internal users like a “customer” will begin to improve overall sentiment and performance of an organizational workforce.

Critical factors for a positive user experience: Intuitive Easy Responsive Aesthetics Contextual

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Migrating to SAP S/4HANA: starting off on the right foot

When deciding to focus on improving the UX for SAP software, one of the most challenging questions is “Where do we start?”

What will have the greatest impact? What are our quick-win opportunities? How might we introduce the new UX and have real

business acceptance?

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Getting the Greatest Impact

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What is the greatest impact?

To determine what will have the greatest impact, we must first define what is to be measured for a UX project. Common measures to be defined are:

User sentiment Performance or process improvements Overall outcome of UX efforts

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Involving the users

Quantitative and qualitative data points should be used to highlight areas with the greatest impact and possibly point to quick wins.

Gather usage data with the SAP User Experience Management (SAP UEM) application by Knoa Analyze defect and enhancement requests Develop a user survey to mine sentiment

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Using SAP UEM to direct application design

SAP UEM has the capability to provide valuable analytics for application designers and architects.

Use it to determine: The broadest group of users with the fewest unique

transaction executions Screen flow of a transaction, to understand what the

critical elements of a transaction are for a user The most-used transactions outside of the corporate

network

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Desirability

Viability

Feasibility

Identifying the greatest impact for your UX

When there is an intersection of desirability, feasibility, and viability, this points to the greatest impact.

What do users do, and what do they want? What is technically possible? What fits in the budget and timeline?

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Finding Quick Wins

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Deciding on quick wins

There are typically two approaches for guiding the selection of a “quick win” for improving user experience.

Top-down approach to address decision makers and influencers Bottom-up approach to address the needs of a user

group

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Top-down quick wins

Top-down quick wins will affect not only the users that benefit from an improved user experience, but also those who are involved in a work stream.

Examples: SAP Fiori apps for request approvals SAP Fiori apps for purchase orders approvals Traditional SAP software transactions that are

enhanced by SAP Screen Personas software

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Bottom-up quick wins

Bottom-up quick wins will affect nearly all users within a specified user group. The idea is to transition these users to be involved in a work stream.

Examples: SAP Fiori apps for timesheets SAP Fiori apps for tracking sales orders Using SAP Screen Personas to create a plant

maintenance notification

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Paths for migrating to SAP S/4HANA

SAP Business Suite on any database

SAP Business Suite powered by SAP HANA

SAP Fiori SAP S/4HANA

SAP Business Suite powered by SAP HANA SAP Fiori SAP S/4HANA

New SAP implementation SAP S/4HANA

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Introducing the New UX to Users

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The new UX

When deciding to address the UX of a certain user group, you always have the option of choosing a prebuilt SAP Fiori app or customizing.

The SAP Fiori app library has information about all available apps Note that only 160 out of 800+ work on landscapes without SAP HANA

Custom solutions often have the ability to completely remove an entire user group out of the SAP GUI interface

SAP S/4HANA is slowly adding support for all solutions Currently only SAP S/4HANA Finance

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Renewing the UX

Prebuilt SAP Fiori apps allow extensibility. This can be a starting point for customers to meet any missing requirements. Both SAPUI5 and SAP Gateway technology have built-in enhancement points No code is ever overwritten

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Improving the UX

Custom SAP Fiori and SAPUI5 apps require a full design and requirements-gathering workshop. Using design thinking and prototyping the user interface (UI) with users present will enhance acceptance Using tools like “Splash and Build” will help convey the UI and interactions before writing a single line of code SAP provides SAP Web IDE as a cloud solution for writing and extending SAPUI5 apps

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Design Thinking: An Approach for Desirable Solutions

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Design thinking process

Empathize

Define

Ideate

Prototype

Test anddesign

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Design thinking process

Interviews, observations, and first-hand experience.

Empathize

Define

Ideate

Prototype

Test anddesign

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Design thinking process

Understand peoples needs, wants, and challenges.

Empathize

Define

Ideate

Prototype

Test anddesign

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Design thinking process

What is the greatest opportunity for impact?

Empathize

Define

Ideate

Prototype

Test anddesign

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Design thinking process

Create a new approach to the task. Find solutions to challenges.

Empathize

Define

Ideate

Prototype

Test anddesign

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Design thinking process

Make the idea tangible. Get it on more than paper.

Empathize

Define

Ideate

Prototype

Test anddesign

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Design thinking process

No assumptions. Fail fast, learn fast, and reduce risks.

Empathize

Define

Ideate

Prototype

Test anddesign

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Prototyping

Low fidelity High fidelity

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“Splash and Build”

SAP UI design tool used to support the design thinking methodology. Currently in beta Easily import drawings, and quickly

prototype UIs Publish surveys to get immediate

feedback

https://standard.experiencesplash.com/home

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Connect with more resources

Andy [email protected]

Jesse [email protected]

www.SAP.com/uem-by-knoaRecent Blog: True Cost of Those Pesky User Error Messages

Follow us:Twitter: @SAPEDUFacebook: @SAP Education LinkedIn: Education@SAP

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Questions?

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More Information

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